Senior Client Representative

Monitor inquiries to ensure all inquiries received are responded to by the CSRs within 24 hours, or as per the established Service Level guidelines (e-mail, fax, MCV, SWIFT, telephone).

Monitor quality and content of responses sent and provide coaching / direction to ESS CSRs where required.

Assist in developing and maintaining relationships with strategic clients through scheduled health check calls, conference calls.

Prepare and present documentation on Corporate Action related issues to clients both here and in the client’s offices where required.

Develop, propose and assist in implementing strategies to improve the client service experience.

Participate in quality initiatives (ex. Top 20 meeting, CR Initiatives etc.) to enhance current service standards.

Monitor escalation items and call reports to identify pattern of occurrences indicative of an underlying problem which could result in a negative client call report.

Ensure errors and omissions within the team are maintained at an absolute minimum or where occurring are not repetitive in nature.

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

Excellent exposure to communicate with various business partners and stakeholders in Investor Services and within other platforms as appropriate

Opportunity to obtain hands-on experience throughout your role

Working with an exciting, close-knit, supportive & dynamic group

Opportunity to collaborate with other business segments within the bank

Excellent career development and progression opportunities

A comprehensive Total Rewards Program including bonuses and flexible benefits

Competitive compensation

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips and Recruitment events that matter to you.

Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com .

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.